Lead Contact Center Team — Coaching, Metrics & Growth

Hammerjack Pty Ltd

Philippines

Hybrid

PHP 600,000 - 900,000

Full time

3 days ago

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Job summary

IBM Business Services in the Philippines is seeking a Hybrid Project Manager/Process Coordinator to lead and develop front-line teams in support of Insurance clients. You will manage performance metrics, coach staff, and ensure readiness of business continuity plans while driving career development and internal programs.

The role requires strong leadership, MS Office proficiency, and excellent communication to coordinate resources in a multi-client environment.

Qualifications

Bachelor's degree in any field required.
5 years in Insurance industry and 3 years as Process Coordinator/SME preferred.
Strong communication and meeting facilitation skills.
Organizational/time-management skills and leadership ability.

Responsibilities

Supervise, manage and motivate team members daily.
Plan capacity via resource planning, load balancing and cross training.
Monitor performance and report metrics.
Coach challenged team members and develop high potentials.
Ensure readiness of Business Continuity plan and lead implementation if needed.
Develop resources to take key positions and support career development.
Implement internal rewards or programs for retention and growth.
Serve as contact point for business issues and provide proactive solutions.
Manage internal updates/communication within the unit.
Encourage participation in company-wide initiatives and projects.
Enforce policies and disciplinary measures as required.
Seek opportunities to increase customer satisfaction and deepen client relationships.